Location
London

Hours
Full Time

Salary
Competitive, commensurate with experience

About the Role
We are seeking a Key Account Director (KAD) to provide Integrated Facility Management services within the country Facilities team, delivering in line with ISS values, leadership principles and customer values. This pivotal role drives high-performance outcomes while demonstrating the Leadership & Placemakers behaviours required to achieve significant and sustainable results for the business. As a senior leader and member of the senior management team, you will help ISS maintain its leading-edge position within the industry and strengthen our reputation with customers. You will actively contribute to the efficiency, effectiveness and strategic direction of the business across a complex, high-profile client environment.

Key Responsibilities
Provide strong leadership across a cluster of Key Account Managers, empowering teams to deliver against customer, people and financial accountabilities. Own and drive the strategic direction and governance of the account portfolio, ensuring effective implementation through regional delivery expectations and aligned stakeholder engagement. Act as the primary escalation point for clients and Key Account Managers, managing complex issues and maintaining strong, trusted customer relationships. Maintain full ownership of financial performance across the portfolio, ensuring budgetary control, profitability and P&L accountability. Ensure robust measurement, reporting and governance of KPIs and SLAs, driving continuous improvement in service delivery and operational performance. Support Key Account Managers in translating customer insights and business needs into relevant propositions, solutions and account development activity. Lead audit, quality and control routines across the cluster, including gap analysis, corrective actions and technical operational audits on behalf of regional management. Ensure the right competencies are in place to deliver the customer promise through recruitment, development, succession planning, and the effective use of in-country SMEs. Drive Environmental, Health & Safety compliance and support energy efficiency, projects and change initiatives.

About ISS
ISS is a world-leading workplace and facility management company, connecting people and places to make the world work better. We work closely with customers to understand every aspect of the user experience and deliver intelligent solutions with high standards and people who care. ISS is committed to corporate responsibility and offers a challenging and exciting career in an organisation with people at its heart. We are proud to be a diverse and inclusive employer, welcoming applicants regardless of age, disability, gender identity, marital status, race, religion, sex, sexual orientation or educational background. Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work.

Experience
Proven gravitas with the ability to operate as a senior, credible leader in complex client environments. Highly client-facing with experience managing senior stakeholders and navigating political account landscapes. Background within large American banking organisations or similarly heavily regulated environments (e.g. pharma). Senior-level Integrated Facility Management (IFM) contract management experience with strong operational leadership capability. Strong understanding of both technical services and soft services within IFM.

About You
Polished, professional approach aligned to blue-chip and corporate environments. Ability to navigate ambiguity, manage grey areas and balance client expectations effectively. Strong leadership skills with the ability to empower teams and drive strategic direction. Committed to Environmental, Health & Safety compliance and continuous improvement.

Qualifications
Relevant senior leadership experience within IFM or related sectors. Demonstrable success in managing complex, high-profile client portfolios and delivering financial accountability including budget control and P&L management.